Mongo, um mundo de oportunidades

Estes números que se seguem são impressionantes:
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"Researchers led by MIT Sloan School of Management Professor Eric von Hippel have found that consumers in the United Kingdom spend $5.2 billion annually on product development and innovation for their personal use, far outstripping the $3.6 billion that U.K. companies spend on R&D. Consumers in the United States and Japan are also significant “consumer-innovators,” spending $20.2 billion and $5.8 billion, respectively, on their own product design and manufacture.
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In the R&D-intensive countries of the United States and Japan, consumers spend 33 percent and 13 percent, respectively, of the amount that commercial enterprises spend on consumer product R&D."
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"He envisions a future where companies will shift their R&D resources and strategy away from internal development to focus on developing methods to systematically search for promising user innovations, and to give users better and better tools with which to modify their products."
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Trechos retirados de "When ‘consumer-innovators’ outspend firms on R&D"
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Acho interessante conjugar estes números com esta mensagem de Joe Pine:
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"Customer sacrifice
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One of the topics Pine talked about during the presentation was customer sacrifice and the difference with customer satisfaction.
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Customer sacrifice is the gap between what a customer settles for and what he/she really wants. Customer satisfaction is a measure of how products and services meet or surpass customer expectation.
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Every time a provider of a good or service interacts with a customer, both parties have an opportunity to learn. Eventually, one party changes his behavior as a result of that learning. Unfortunately, all too often that’s the customer. He starts asking for something other than what he really wants – or perhaps he simply goes away.
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One of the slides showed that the more interactions a provider had, the less the customer sacrifice there was. Less customer sacrifice turns an ordinary service into a memorable event.
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The increasingly demanding customer doesn’t want to settle, he knows there are many possibilities and social media is intensifying the challenge because of its transparency and dynamics.
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Customer sacrifice and the organization
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On the question what the biggest challenge of customer sacrifice is according to Mr. Pine, he elaborated that it are the “points of learning”. For organizations to understand where people are sacrificing and how they need to measure that.
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Next to this, the organization needs to be agile because it needs to change its operations and processes accordingly to respond to the sacrifice.
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Not only reactively, but also proactively this means co-creation at the core of the organization. Involving customers in business processes, creating better and more efficient customer-centric output."